Javier Arias
San Rafael De Guatuso
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Subject Matter Expert
Kyndryl
12.2020 - Current
- Contributed in the knowledge transfer for the Care New England client.
- Promoted a positive work atmosphere by regularly recognizing top performers'' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Contributed to the development of departmental goals aligned with the organization''s mission and values.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
Marketing Director
Volcano Gold Loft
05.2018 - 03.2020
- Built strong relationships with industry professionals and influencers.
- Developed comprehensive marketing plans in alignment with overall business goals and objectives.
- Oversaw the creation of compelling marketing materials, including brochures, presentations, and social media content.
- Directed trade show participation, maximizing exposure for company products and services.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Sales Manager
Acustik
04.2011 - 03.2020
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
Education
Bachelor of Arts - Bachelor's Degree in Education Emphasized in Music
UCCART
San José12.2014
C1 - Executive English For Business And Services
INA
La Fortuna12.2013
Skills
- Complaint Handling
- Cultural Awareness
- Empathy Display
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Customer Relations
- Data Entry
- Client Relations
Accomplishments
- Nominated as DWS Exemplars Certificate in the Q2-2023 Town Hall for the implementation process of customer satisfaction. We reached the highest score in client satisfaction survey from AMEX.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Certification
DWS Exemplars Certificate Q2-2023
Agile
Basic knowledge in HTML, CSS, JavaScript, SQL, PHP, Swift & Phyton
Languages
Spanish
Native language
English
Advanced
C1
French
Elementary
A2
Additional Information
Knowledge managing Active Directory Services accounts and roles based on the IAM process.
Timeline
Customer Service Subject Matter Expert
Kyndryl
12.2020 - Current
Marketing Director
Volcano Gold Loft
05.2018 - 03.2020
Sales Manager
Acustik
04.2011 - 03.2020
Bachelor of Arts - Bachelor's Degree in Education Emphasized in Music
UCCART
C1 - Executive English For Business And Services
INA
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